Bests & Worsts Reviews from Amazon

The wheel broke on my first trip. I have traveled on business for over 30 years and had never broken a wheel before. I have had them wear out, but never had one break. I wanted to "upgrade" to Travelpro, now I am sorry I did. My issues are two-fold: 1. The wheel should not have broken 2. Customer service has been absolutely horrid - Can't attach photos or attachments when completing complaint form (doesn't matter as they don't reference case files anyway) - Customer service offered to sell me a new wheel for $15.00 (knowing the wheel broke on first use) - Eventually agreed to send me a free wheel that I could install - Received a wheel platform yesterday with no instructions on how to remove old/install new - After removing 18 screws, I realized that the platform is also secured with a rivet (I don't have a rivet gun to fix this) - Contacted customer service today and they said "We asked you if you could replace the wheel." - We discussed the rivet issue and she confirmed that I could not fix it and I should take it to a repair center - I asked why they would send a wheel for a bag that can't be replaced by the consumer (They knew the bag and should know it has rivets) - I asked for a replacement bag and was told that they can not do that - Thought you may want to see the photos to fully share my frustration